Support Tickets

TNTCLE's support ticket system helps you track and resolve customer issues efficiently. This guide covers creating, managing, and responding to tickets.

What are Support Tickets?

Support tickets are structured conversations between customers and your support team. Each ticket includes:

• Unique Ticket ID — e.g., TKT-A3B9C
• Subject — Brief description of the issue
• Category — Technical, Billing, or General
• Priority — Low, Medium, High, or Urgent
• Status — Open, Pending, or Closed
• Message Thread — Back-and-forth conversation
• Timestamps — Created, updated, and closed dates

Creating a Ticket

From the Dashboard

1. Navigate to Admin → Support Tickets
2. Click Create New Ticket
3. Fill in the form:
   • Subject — Brief description (required)
   • Category — Choose from dropdown
   • Priority — Set urgency level
   • Message — Detailed description
4. Click Submit Ticket

Via API

You can also create tickets programmatically:

import { createTicket } from '@/lib/support-tickets';

const ticket = await createTicket({
  userId: session.user.id,
  email: session.user.email,
  subject: "Cannot access dashboard",
  category: "Technical",
  priority: "high",
  message: "I'm getting a 500 error when trying to log in."
});

Ticket Categories

Priority Levels

Ticket Statuses

Open

The ticket is new and awaiting a response from support.

Pending

Support has responded and is waiting for additional information from you.

Closed

The issue has been resolved and the ticket is closed. You can reopen it if needed.

Responding to Tickets

As a Customer

1. Open the ticket from Admin → Support Tickets
2. Scroll to the message thread
3. Type your reply in the text box
4. (Optional) Add attachments
5. Click Send Reply

As Support (Admin)

Admins have additional options:

import { adminReplyToTicket, adminUpdateTicketStatus } from '@/src/app/admin/support/server-functions';

// Reply to a ticket
await adminReplyToTicket({
  ticketId: "TKT-A3B9C",
  content: "I've reset your password. Please try logging in again."
});

// Update ticket status
await adminUpdateTicketStatus({
  ticketId: "TKT-A3B9C",
  status: "pending"
});

Ticket Notifications

You'll receive email notifications when:

• A new ticket is created
• Support responds to your ticket
• Your ticket status changes
• Your ticket is closed

Viewing Ticket Statistics

Admins can view ticket statistics:

• Total Tickets — All time
• Open Tickets — Currently awaiting response
• Closed Tickets — Resolved issues
• Average Response Time — How quickly support responds
• Average Resolution Time — How long it takes to close tickets

Searching Tickets

Use the search bar to find tickets by:

• Ticket ID
• Subject keywords
• Category
• Priority
• Status
• Date range

Best Practices

For Customers

• Be specific — Include error messages, screenshots, and steps to reproduce
• One issue per ticket — Don't combine multiple problems
• Respond promptly — When support asks for more info, reply quickly
• Close resolved tickets — Mark tickets as closed when the issue is fixed

For Support Teams

• Set expectations — Tell customers when to expect a response
• Ask clarifying questions — Get all the details before troubleshooting
• Update status regularly — Keep customers informed of progress
• Document solutions — Add knowledge base articles for common issues

Integration with Assistants

You can configure assistants to automatically create tickets when:

• A customer emails with certain keywords (e.g., "help", "error")
• A webhook detects a system failure
• An integration disconnects or fails

API Reference

See the Support Tickets API for full programmatic access.

Next Steps

• Set Up Email Alerts for Tickets
• Create a Support Assistant
• Train Your Team